Provides technical support for Flywire’s financial services and eStore products across the U.S. and Canada. Responsibilities include managing tickets within SLAs, troubleshooting web applications using MySQL, regex, command-line tools, and protocols, communicating solutions to clients, escalating issues to engineering, and maintaining AI-assisted knowledge repositories. The role also uses Claude, Gemini, and related tools to automate workflows, investigate issues, draft communications, and improve operational efficiency.

Provides first-line technical support for hospitality and e-commerce customers through email, web, and phone tickets. Responsibilities include troubleshooting platform, browser, network, payment, and log issues; resolving routine problems; escalating complex issues to Tier 2 and Engineering; documenting replication steps; maintaining knowledge articles and SOPs; and communicating clearly with customers. The role manages a high-volume queue, identifies bugs and workflow improvements, and may support customer calls, trainings, holiday coverage, or on-call rotations.

Develop and maintain full-stack billing and payments features using Java and related technologies. Build secure, scalable, testable code; write comprehensive unit tests; use AI-assisted development tools; collaborate with engineering and product stakeholders across global teams; and contribute to solutioning and technical decision-making.